Customerservicetraining1 120818024251 Phpapp02

PLASTILENS INTERNATIONAL,
INC.
CUSTOMER
SERVICE
TRAINING
PROGRAM
Prepared by:
Loryn Dungca
Part 1:
Who
pays
YOU
?
Part 1
There is only one boss: the customer.
And he can fire everyone in the company from
the chairman on down; simply by spending his
money somewhere else.
- Sam Walton
Part 1
What is customer
service?
Customer service is forming a
relationship with customers a
relationship that that individual
customer feels that he would like
to pursue.
Kind of service that makes

customer feel special, service
that makes him/her want to come
back and do more business with
the company and recommending
the company to other people.
Part 1
Essence of Customer Service
Doing ordinary things extraordinary well.

Going beyond what is expected.
Adding value to every interaction.
Being at your best with every customer.
Discovering new ways to delight.
Taking care of your customers like
you would take care of your loved ones.
Part 1
What do customers expect?

Customers always expect a
TREAT!!!!
Trust (ability to provide what was promised,
dependably and accurately)
Responsiveness (willingness to help

customers promptly)
Empathy (degree of caring and individual

attention you show to customers)
Assurance (knowledge and courtesy you show to

customers, and ability to convey trust)
Tangibles (physical facilities and equipments,
Part 1
Customer Service is the

lifeblood of an organization.
Exceptional customer service will make customers
often pay more, drive farther, and inconvenience
themselves to do business with a company that
appreciates them, thus building the bond that keeps
customers coming back time and time again.
Exceptional customer service increases productivity,
efficiency and effectiveness. Satisfying an unhappy
customer costs a lot more, both in pesos and sense, than
satisfying a customer on the first try.
Customers when satisfied with the service given to
them, is a large factor for customer retention. In
summary, fulfilling personal and organizational needs,
the importance of how you do things, customers buy
Part 1
In summary . . .
Good customer service means:
Providing quality product or

service.
Satisfying the needs / wants
of the customer.
Resulting in a repeat
customer.
Good customer service results

in:
Continued success.
Increased profits.
Higher job satisfaction.
Improved company or
organization morale.
Better teamwork.
Market expansion of
services / products.
Part 1
CUSTOMER=REVENUE=JOBS
Treat every customer
as if they
sign your paycheck.
Because they do.
Part 2:
CUSTOMER
SERVICE
101
To my
customer.
I may not
have the
answer,
but Ill find it.
I may not
have the
EVOLUTION OF CUSTOMER SERVICE

EVOLUTION OF CUSTOMER SERVICE PERSONAL TRENDS
NOW
THEN
Personal goal security

Commodity products
Personal goal rapid growth
Intellectual products
EVOLUTION OF CUSTOMER SERVICE CUSTOMER TRENDS

THEN
Less informed
Less choices
Preference less dynamic
Satisfied with low priced,
mass produced product /
services
Selection of a product
mainly based on price.
NOW
Highly informed
More choices
Ever-changing preference
Demands customized
solution
Selection of a product
based on convenience and
convergence.
EVOLUTION OF CUSTOMER SERVICE

EVOLUTION OF CUSTOMER SERVICE CORPORATE TRENDS
THEN
Interested in customer
acquisition
Profit on each sale
Price based on cost of
production
Decision-making based on
logic
Regular customer data not
required
NOW
Interested in customer
insights, relationship focus
Profit on customer lifetime
value
Price based on perceived
value
Decision-making based on
synthesis
Regular and speedy
collections of customer
data
10 RULES FOR GREAT CUSTOMER

SERVICE
1. Commit to quality service.
- create a positive experience for the customer.
- go above and beyond customer expectations.
2. Know your products.
- helps win a customers trust and confidence.
3. Know your customers.
- tailor your service approach to their needs and buying habits.
- get to the root of customer dissatisfaction by talking to people
and understanding complaints.
4. Treat people with courtesy.
- every contact with a customer leaves an impression.
- use phrases like sorry to keep you waiting , thanks for your
order, youre welcome and its been a pleasure helping you.
5. Never argue with a customer.
- be solution focused than problem focused.
-
CUSTOMER SERVICE 101

10 RULES FOR GREAT CUSTOMER SERVICE (contd.)
6. Dont leave customers hanging.
- all communications with a customer needs to be handled with a sense
of urgency.
7. Always provide what you promised.
- failure to do this is a sure way to lose credibility with your customer.
- if you cant make good on your promise, apologize and offer some
type of compensation.
8. Focus on making customers, not making sales.
- focus on the quality rather than the volume of sales.
- research show that it costs 6 times more to attract new customer than
it does to keep an existing one.
9. Assume that customers are telling the truth.
- majority of customers dont like to complain; in fact, theyll go out of
their way to avoid it.
10.Make it easy to buy.
- make the process simple and user-friendly.

Culture of
Commitment.
The transition from ordinary
to extraordinary
performance happens
through a culture of
commitment , where
frontline people reflect to
the outside the intense
pride and ownership they
are experiencing on the
inside.

TYPES OF CUSTOMERS
EXTERNAL CUSTOMERS
include not just

the paying customer but also anyone who receives
the benefit of the goods and services.
INTERNAL CUSTOMERS
are specific
people and departments who play in helping you to
serve external customers.

BABY STEPS IN CUSTOMER SERVICE
The basics are the basis of customer service.
Baby
Baby
Baby
Baby
Step
Step
Step
Step
#1:
#2:
#3:
#4:
First Impressions Matter

Courtesy Counts
Attitude is Everything
Doing the Right Thing: the Ethical Issues

Baby Step # 1: First Impressions Matter
First impressions are mental snapshots you take when
you first encounter a person or situation. It includes a
persons looks and actions, including general grooming
and cleanliness, clothing, voice tone, attitude, body
language and posture.
Steps in Making Good Impression:
1. People see you first, hear you second.
2. Wear appropriate clothing for the work you do.
3. Make sure you are groomed.
4. Maintain a relaxed and open demeanor.

STEPS IN MAKING GOOD IMPRESSION:
1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND
- looking good at work and your appearance should fit the work you
do.
2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO.
- wear the type of clothing that fits the personality of your business.
- always lean towards dressing conservatively if you are unsure
of what is
suitable to your job.
3. MAKE SURE YOU ARE GROOMED
- this means your hair and fingernails are clean and groomed; your face,
body, and teeth are clean; your clothes are clean and well-pressed; your shoes
polished, your hair is properly styled; and your over-all image is professional.
Put all that together and you present a groomed look.
4. MAINTAIN A RELAXED AND OPEN DEMEANOR
- Hold your head high, and keep your facial expressions friendly. Make
eye contact when talking to someone. Smile as often as appropriate; smile
often. A smile goes a long way, both personally and interpersonally. When you
smile, you feel better. When you smile, you make others feel better.

Baby Step # 2: Courtesy Counts
Unlike children, as adults, you are not going to receive
constant praise for being courteous, but people will
appreciate your behavior. When your act courteously, you
send a positive and become a natural part of your
vocabulary and personality.
Steps in Developing Courtesy:
1.
2.
3.
4.
5.
6.
Say Please, Thank you and Youre Welcome.

Say Excuse Me and Im Sorry.
Use Sir and Maam.
Use a persons name when you know it.
Use Yes rather than Yeah.
Say it with a smile.

STEPS IN DEVELOPING COURTESY:
1. SAY PLEASE, THANK YOU and YOURE WELCOME
- say please when asking something and also learned to say
please when you responded to others (e.g. Yes, please).
- say thank you when someone did something for you.
- say youre welcome when someone thanked you for doing
something.
2. SAY EXCUSE ME AND IM SORRY
- say excuse me when you do not understand someone, when
someone was on your way, or when you inadvertently did something
wrong;
- say Im sorry when you did something wrong or made a mistake.
3. USE SIR OR MAAM
- even if these words are signs of respect, be careful how you
accentuate these words.
- wrong emphasis can make you sound sarcastic, however, right
emphasis can make you sound respectful.

STEPS IN DEVELOPING COURTESY:
4.
USE A PERSONS NAME WHEN YOU KNOW IT

- everyone enjoys hearing his / her name, so if you know your
customers name use it. Also be sure to give your customer your name.
- always try to practice name re-calling.
5.
USE YES RATHER THAN YEAH

- use Yes instead of yeah to sound professional, intellectual and
respectful.
6.
SAY IT WITH A SMILE

In todays fast-paced world, smiling when you speak does come
across loud and clear. Whether you are speaking face-to-face or by
telephone, our customer will see or hear the smile in your voice.

Baby Step # 3: Attitude is
Everything
Attitude is everything. Good or bad. Whether yours is good or bad,
your attitude is what people are going to remember about you. When
you interact with customers, you may not get a second chance. Even if
you are not as naturally positive person you can learn to have a more
positive attitude. It begins by learning to APPRECIATE.
Steps in developing positive attitude:

1. Appreciate the good in yourself and in others.
2. Believe in yourself.
3. Believe you can make a difference.
4. Keep an open-mind ; do not stereotype people.

STEPS IN DEVELOPING POSITIVE ATTITUDE:
1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS
Appreciation can be learned by changing your self-talk (the words

you use when you think) to think positive thoughts. For example,
change Ill never do this right to next time Ill do this better. This
also goes for thoughts about your customers (e.g., Look at his old lady.
She doesnt look like she has a clue about television sets. This is going
to be a tough one to handle. Change this mindset to Ill do what I can
to help this customer. She mentioned she doesnt know a whole lot
about all the new type sets, so Ill do my best to explain them all.).
2. BELIEVE IN YOURSELF
When you stop your negative self-talk, you will start to believe in
yourself. Saying things such as, Ill never do this right, only sets you up
for failure. Changing your self-talk to next time Ill do it differently sets
you up for success. When you begin to believe in yourself, you will begin to
feel more confident. When you feel more confident, you will begin
projecting a powerful image to others. To your customers, you will project
an image of someone who believes in yourself, your company, and your
products.

STEPS IN DEVELOPING POSITIVE ATTITUDE:
3. BELIEVE YOU CAN MAKE A DIFFERENCE
When you believe in yourself and gain confidence, you will naturally
progress to believing that you can make a difference in the lives of others.
When you believe you can make a difference, you will find ways to make it
happen. At work, look for ways to make a difference by being helpful,
interested, and caring toward your customers.
4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE
When the employee thought about the older woman who did not know
what she wanted and was going to be tough to handle, he was accepting a
negative stereotype about older people before he talked to her. That older
woman might be smarter and sharper than he is. Stereotypes can skew first
impressions. Do you want people to stereotype you? When you change your
thought process and stop stereotyping others, you will change the way you
present yourself.

Baby Step # 4: Doing the Right Thing:
Ethical Issues
Being ethical means being honest, doing the right thing, and
being accountable for your actions.
Steps to develop ethical ways of doing things:

1.
2.
3.
4.
Always be honest.
Do the right thing.
Do what you say when you say you will.
Be accountable for your actions.

STEPS TO MAINTAIN ETHICS IN DOING THINGS:
1. ALWAYS BE HONEST
Being honest at all times will make your life far less complicated. When
you are truthful, you do not have to remember what you said to whom.
Being truthful is important to your customer. If you become dishonest, the
truth always has a way of coming out. When people find out you have not
been completely honest, they will no longer trust you.
2. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE
When the employee thought about the older woman who did not know
what she wanted and was going to be tough to handle, he was accepting a
negative stereotype about older people before he talked to her. That older
woman might be smarter and sharper than he is. Remember first
impressions? Stereotypes can skew first impressions. Do you want people to
stereotype you? When you change your thought process and stop
stereotyping others, you will change the way you present yourself.

STEPS TO MAINTAIN ETHICS IN DOING THINGS:
3. DO WHAT YOU SAY WHEN YOU SAY YOU WILL
Become a person others can rely on. When you give a customer your
word, mean it. Let your word be your bond. Erase the words I cant and no
from your vocabulary. If you cannot do what the customer asks, explain instead
what you can do. It is all right to say I dont know. Follow up with Ill find out
for you.
4. BE ACCOUNTABLE FOR YOUR ACTIONS
When you take responsibility and own up to your mistakes, people will
respect you. No one expects you to make the right decision 100% of the time.
We are all human and are all going to make mistakes. What sets ethical people
apart is that they hold themselves accountable for their mistakes. This may not
be easy at first, but it is the right thing to do. People will appreciate that you are
able to admit you did something wrong. You will also have an added benefit: You
will respect yourself more when you take responsibility for your actions.
Part III:
Excellent Service through

Excellent Communication
EXCELLENT SERVICE THROUGH

EFFECTIVE COMMUNICATION
Quality in a service or product is
not
what you put into it.
It is what the client or customer
gets out of it.
- Peter Drucker
Excellent Service through Effective Communication
SIX STEPS TO EFFECTIVE COMMUNICATION
Saying What You Mean and

Meaning What You Say.
What You Dont Say;
Non-Verbal Communication.
Putting Words Together:
Grammar Usage.
Asking the Correct Questions and
answering the Questions Correctly.
When the Customers Says No.
Listening Actively.
Always Remember:
In your dealings with customers, be

the one to initiate honest, respectful
and thoughtful communication.
Because to them, you not only
represent the company.
YOU ARE THE COMPANY.
EXCELLENT SERVICE THROUGH

EFFECTIVE COMMUNICATION
Step 1: SAYING WHAT YOU MEAN AND MEANING WHAT
YOU SAY
The
message has to get across the way you mean it ;

otherwise you may not get a second chance.
HOW TO DO IT?
Choose the right words.
Make sure the voice tone fits the message.
Adding welcome words.
Keeping business conversation professional.
Choose the Right Words.

- choose the words that will be understandable to the customer.
- opt for easy and familiar words when communicating, especially if the
customer is not so familiar with the company or product.
Make sure your voice tone fits the message your

sending.
- how to say something is more important than what you say.

- pay attention to your listeners nonverbal cues to make sure your tone
fits you customer.
Add welcome words to your vocabulary.

- using words that sound positive and confident projects a positive and
confident attitude.
- Yes, Ill be happy to!, Sure, I can!, Absolutely!
Keep business conversations professional.

-
draw the line between being professional and getting personal.

Step 2: WHAT YOU DONT SAY : NON-VERBAL
COMMUNICATION
How you say something is more important than the words you choose, but
what you do when you convey a message is also important .
STEPS TO IMPROVE NON-VERBAL COMMUNICATION
Smile often.
Make eye contact.
Maintain good posture.
Keep your energy level steady.
Excellent Service through Effective

Communication
Step 3: PUTTING WORDS TOGETHER : GRAMMAR
USAGE
Proper grammar is critical to effective communication. When you use proper
grammar, it is easier to send the right message.
HOW TO PROPERLY COMMUNICATE WITH CUSTOMERS:
Reflect your companys personality.
Speak clearly.
Use everyday language.
Avoid using jargon, company terms

and technical language.
Step 4: ASKING the CORRECT QUESTIONS and

ANSWERING the QUESTIONS CORRECTLY
We ask questions for many reasons. As customers, we ask questions to
gather new information and acquire additional information. Employees
ask questions to figure out how to solve a customers problem or to resolve a
customers
complaint.
Open Questions require more than a yes or no answer and encourage

the customer to give information.
Closed Questions require one word or short answer
and are often used for clarifications.

TIPS IN MAKING GOOD QUESTION AND GIVING RIGHT
ANSWER:
Keep your questions simple.
Ask open questions when you need information.
Ask closed questions to control the conversation.
Take time to understand the customers question first before

answering it.
Try to give more than a one word answer.

Tips in Making Good Question and Giving Right Answer (contd.)
Keep your questions simple.
- stick to one type of question.
- do not lump series of questions together so that customer will be able to
answer correctly and completely.
- e.g., tell me about,tell me more, Id like to get information
on,kindly describe..

- begin with what, why and how.
- use when you need information and when you want to encourage the
customer to talk.
- e.g. how do you, what would you like, what else,
how will.
Ask closed questions to control conversation.

- use when you need specific answer like yes, no or short answer, or
to clarify information.
- start with is, are, do, can, will if you require only a yes or
no answer.
- start with who, would, how, or where if your require only a short
answer.
- e.g. are you.., do you think.., will you, would you like,where
do you..,
how many
Tips in Making Good Question and Giving Right Answer (contd.)

Understand the customers question before answering it.
- recap or rephrase the question or ask a clarifying question if you do not
clearly understand the question.

- begin with what, why and how.
- use when you need information and when you want to encourage the
customer to talk.
- e.g. how do you, what would you like, what else,
how will.

Step 5: WHEN THE CUSTOMER SAYS NO
Always do what is right for the customers and uncover the reason for
objections, even if you have offered a valid solution and the customer still
says no.
STEPS ON HOW TO FIND SOLUTION

TO CUSTOMER OBJECTION
Listen to the customers objection
Acknowledge the objection

Follow-up with a question
Consider the customers action
Steps on How to Find Solution to Customer Objections

Listen to the customers objection.
- discover and understand the reason/s behind the customers objection
by asking a combination of open and closed questions.
Acknowledge the objection.

- validate the customers reason, then respond with positive statement.
- empathize with customers objection, but make sure you put additional
benefit to the solution you proposed.
Follow-up with a question.

- make a follow-up question to validate or clarify if the customer finally
agrees on youre your proposal.
- e.g. how do you find my proposal.., would that be fine with you?...
Consider the customers answer.

- the customers response will determine if you successfully made
the customer believe in you.
Step 6: LISTENING ACTIVELY

Effective communication is not just dependent on your
ability to talk and write well.
TIPS ON HOW TO ACTIVELY LISTEN TO CUSTOMERS

Focus entirely on your customer.
Listen completely.
Remain objective ; do not judge.
Listen to what not is said.

Steps on Listen Actively to Customers
Focus entirely on your customer.
- think of that customer you are helping is the only customer in your
business so that you will be able to give your full attention.
Listen completely.
- pay complete attention to the customer while he/she is speaking.
- do not think of any response yet while the customer is talking.
Remain objective ; do not judge.

- gathering all relevant information.
- paraphrase the customers words or ask more questions to clarify.
Consider the customers answer.

- the customers response will determine if you successfully made
the customer believe in you.
Listen to what not is said.

- pay attention to customers body language and expression.
- reading between the lines.
Food
for
Thought
Try to erase the words I cant. Instead, try

to focus on what you can do by saying
heres what I can do for you if the
customer is asking you to do something you
cant.
Always be truthful about your products,

services and policies. Never make
misleading claims.
We all carry emotional baggage. Never

make your customers and co-workers suffer
because you are having a problem.
Remember that everyone has problems.
Use your time to let go of personal
baggage.
Never comment negatively about

competitors. If a customer asks for a
comparison or leads you to say something
negative, say I dont know about that but
let me explain our policy.. or I dont know
enough about that to comment.

QUICK QUOTES
Actions speak louder than words
Try very hard to avoid saying no
Erase the words I cant from your vocabulary
Tell customers what you can do
Never use inappropriate language with a customer
Listen, listen, listen
Listen for what is not said
Never jump to conclusions
Use language your customers understand
Display empathy to show your customers you understand
JUMPING IN WITH BOTH FEET:

RELATIONSHIP BUILDING
Anyone who thinks
customers are not
important should try
doing without them
for a
week.
- Anonymous

to provide the best possible service, you must get close to
your customers by building a strong relationship with them
STEPS
Establishing Rapport
Interacting Positively with Customers
Identifying Customer Needs
Making the Customers Feel Valued
Maintaining Ongoing Relationship
Handling Different Types of Customers

Step 1: ESTABLISHING RAPPORT
Rapport begins the moment you start communicating with your customers.
TIPS ON HOW TO ESTABLISH RAPPORT:

Be friendly.
Be interested.
Be sensitive.
Be trustful.
Find common ground.

TIPS ON HOW TO ESTABLISH RAPPORT
Be friendly.
you show them from the start, that you are a person who is
approachable
and willing to help.
Be interested.
- means listening and responding accordingly.
- thinking of ways to brighten other peoples day.
Be sensitive.
- being empathetic and considerate of peoples situation.
Be trustful.
- demonstrate that you can be trusted by being honest and ethical in
everything you do. It is also demonstrated by treating people with
dignity and
respect.
Find common ground.

- when listening to your customers statements try to find something
you have
in common

Step 2: INTERACTING POSITIVELY WITH CUSTOMERS
Be a person who brings others up and continues to bring relationship.
TIPS ON HOW TO INTERACT POSITIVELY

Be helpful.
Be committed.
Be a problem solver.
Be credible.
Believe in your products or services.

TIPS ON HOW TO INTERACT POSITIVELY
Be helpful.
- show your customers you care by giving the extra mile for them.
Be committed.
- give your customers 110%.

- committing yourself to your company and to your customers will make
you look for ways to make things better.
Be a problem solver.
- be a part of the solution by looking for answers rather than focusing on
what
is wrong.
- people who focus on problems complain; people who focus on solutions
find ways to make a difference.

TIPS ON HOW TO INTERACT POSITIVELY (contd.)
Be credible.
- being knowledgeable of your products and company.
Believe in your products and services.
- believing that your products and services will help your customers is
crucial to doing the right thing for them.

Step 3: IDENTIFYING CUSTOMER NEEDS
When you deal with customers, your job was to uncover their needs.
STEPS IN IDENTIFYING
CUSTOMERS NEEDS
Ask questions.
Summarize customers needs.

Recommend appropriate solutions.
Handle objections.

STEPS IN IDENTIFYING CUSTOMERS NEEDS
Ask questions.
- when customers do not know how to tell you what they need, it is your
job to figure out what they need.
Summarize customers needs.

- summarize your understanding of what the customer told you.
Recommend appropriate solutions.

- make sure that your recommendations are based on what the customer
told you.
- refer to things the customer said when making your recommendations.
Handle objections.
- answer the customers silent question what is it going to do with me?

Step 4: MAKING THE CUSTOMER FEEL VALUED
Communicating effectively and building positive relationships to make customers
feel valued.
AYS TO MAKE CUSTOMERS FEEL VALUED
Go out of your way to customers.
Validate customers decision.

Instill positive feelings.

WAYS TO MAKE CUSTOMERS FEEL VALUED
Go out of your way to customers.
- trying to give customers more than what they asked for.
Validate customers decision.

-
their
always validate your customers decision even if you do not agree on

choices.
Instill positive feelings.

- never make customers feel bad about their decisions.

Step 5: MAINTAINING ONGOING RELATIONSHIP
Remember your customers.

Learn customers name.
Remember something about your
customers.
Learn your customers preference.

Step 5: HANDLING DIFFERENT TYPES OF
CUSTOMERS
The pushy, obnoxious customer.
The timid, indecisive customer.
The overly friendly, flirty customer.
The culturally different customer.
Customers with disabilities

The pushy, obnoxious customer.
- remain calm; speak softly and control your voice inflection.
The timid, indecisive customer.

- be patient; be sensitive to timid and indecisive customers and help them
become more talkative by asking questions and encouraging them to talk.
The overly friendly, flirty customer.

- be professional ; guide your conversation on business by not fostering
overly friendly or flirty customers by being overly friendly in return.
The culturally different customer.

- be tolerant ; kindness, a smile, honesty and empathy translate into any
language and across any barrier.
The customers with disabilities

- be respectful as people with disabilities just wanted to be treated like
everyone else.

Step 5: HANDLING DIFFERENT TYPES OF
CUSTOMERS
HOW TO IDENTIFY DIFFERENT

PERSONALITIES ACCORDING TO SENSES:
Visual People.
Kinaesthetic People .
Auditory People.

The Visual People.
- see the sense, looks to me like, appears to me, short-sighted,
see eye to eye.
- may greet you with nice to see you
The Kinaesthetic People.

- it feels right, get the grips with, hand in hand, slipped my mind,
lets lay the cards on the table.
- may greet you with how are you feeling today?.
The Auditory People.

- I hear what youre saying, loud and clear, unheard of, word for
word.
- may greet you with I heard you were coming today or I heard the
jobs doing well.
QUICK QUOTES
Do everything you can to help your customers
Relationships are built on trust
If in doubt, rule in favor of the customer
Find ways to give customers more than they expect
Tell your customers you appreciate their business
When you make a mistake, make it right with the customer
Perception is everythingto your customers; their perception is
reality
Try to see things from the customers perspective
Treat all customers equally
The customer is the reason you have a job
Part IV:
PUTTING CUSTOMERS
FIRST
Isnt it really customer

helping rather
than customer service?....
And wouldnt you deliver better
service
if you thought of it that way?
- Jeffrey Gitomer
PUTTING CUSTOMERS FIRST

FACE-TO-FACE CONTACTS
Customers may come into business
because of the products but they will
decide to come again because of the
way they are treated.
WAYS TO PROVIDE EXCEPTIONAL
FACE-TO-FACE CUSTOMER SERVICE
Saying Hello:
Greeting the Customer
Between Hello and Goodbye:
Helping the Customer
Saying Goodbye:
Ending the Interaction

STEP 1:
SAYING HELLO: GREETING THE CUSTOMER
Greet every customer.

Make an impressionable opening statement.
- saying more than hello, e.g. Welcome to Plastilens, Were glad
you came in.

- if you know the customer, and had visited previously, greet them
differently by addressing them by name, e.g. Hi, Doc ____! Its nice
to see you again.
Ask, or say how are you can provide and give your
name.
my name is ______ , and Ill be happy for you to serve you. or
My name is _______ and if you have any question, or need Ill be glad to
assist you
Tune in to your customers.

pay close attention to customers body language and moods so
that you will be able to know how to make them be at ease.
STEP 2:
BETWEEN HELLO AND GOODBYE
THE CUSTOMER
HELPING
Pay your full attention to that one customer.

Show and tell.
Make the most of your question.
TIP:
If a phone call comes in while you are helping a customer, ask
the caller
to hold while you finish or offer to call back. Never make the
customer,
who is ready to do business, wait while you take a call.
STEP 3:
SAYING GOODBYE :
ENDING THE INTERACTION
Find the best solution.

Make sure customer is satisfied.
Is there anything else I can help you with?, or Do you have further
question about our products?.
Thank customers for coming in to your business.

-
Enjoy your new _______., Thank you for coming.
Think of It:
Every business provides customer service. It is important
that anyone in any business who interacts with custome
Understands this.

QUICK QUOTES
Greet your customers when they walk through
your door.
Make your customers feel welcome.
Smile and show enthusiasm for your work.
When customers come into your business,
remember that they make your job possible.
Keep a positive and friendly demeanor.
Show, do not tell, where to find something.
Tell your customers the benefits of your solution.
Never take a personal phone call
in the presence of customers.
Never stand around looking bored;
find something to keep you busy.
When customers leave your business,

TELEPHONE CONTACTS
Customers hear your smile through
Your voice.
STEPS FOR EXCELLENT SERVICE TO

PHONE CUSTOMERS
Putting Best Ear Forward
Saying Hello : Phone Etiquette
Between Hello and Goodbye:
Helping the Customer
Saying Goodbye : The Closer

STEP 1:
PUTTING THE BEST EAR FORWARD
Listen to customers opening statement.
Write down or input key points.
Listen without interrupting.
Give the customer the assurance that you are helping

with full attention.

STEP 2:
SAYING HELLO : PHONE ETIQUETTE
Answer on the first ring.
Give the name of your business, your name, and then an

opening statement or question.
Sound enthusiastic and ready to help.
Work on relationship building from the beginning of
contact.
Address the customer by name.

STEP 3:
BETWEEN HELLO AND GOODBYE : HELPING THE
CUSTOMER
Assure the customer you can help.
- absolutely! I can help you with that.

- if you will refer customer to another department or employee, say Im to
transfer you to the department that can take care of this for you, but I will stay on
the line until someone answers.
Summarize or paraphrase customers statement.

- re-cap customers statement without verbatim.
Verbalize what you are doing.

- tell your customers what you are doing throughout the contact.
Put your personal touch into the contact.
- talk to the customer while you are waiting or checking on something.

- avoid dead air (no conversation for a period of time during contact)
TIP: If you are a new employee, it is all right to say so. Everyone has
been new at a job, and customers will not only relate but will appreciate
your honesty. You can explain, I appreciate your patience. Im new and I
want to make sure I input everything correctly for you.

STEP 3:
BETWEEN HELLO AND GOODBYE : HELPING THE
CUSTOMER (contd.)
Before a lengthy pause, tell customer what is happening.

- Im still looking at___________. This will take just a few minutes.
When putting customers on hold, explain why.

- May I put you on hold for a minute so that I can __________.
TIP:
If the wait time will be extremely long, offer a call
back. Always make a specific commitment. Say, Ill get
back to you by five today with the information, rather
than Ill call you back as soon as possible. As soon as
possible may mean one time frame to you, an entirely
different time frame to your customers.

STEP 4:
SAYING GOODDBYE : THE CLOSER
Recap what you are going to do.
Gain the customers acceptance.
Ask if you can help with anything else.
Thank the customer contact.

QUICK QUOTES
Answer the phone on the first ring.
Listen closely to the customers opening
statement.
Allow the customer to speak without
interruption.
Establish your credibility by assuring your
customer you can help.
Your attitude comes through the phone lines;
make yours a positive one.
Give the customer your full attention
If the hold time will be long,
offer to call back within a specific time frame
Build rapport throughout the contact by
talking to your customer
Vocalize your responses so your customer
will know what you are doing
Thank your customer for calling the
business
Part V:
HANDLING DIFFICULT
CUSTOMER CONTACTS
Your best customers leave quite

an impression.
Do the same, and they won't leave
at all.
- SAP Ad
HANDLING DIFFICULT CUSTOMER CONTACTS

When a customer complains, look at it as an opportunity to improve.
STEPS TO EFFECTIVELY HANDLE

DIFFICULT CUSTOMER CONTACTS
What Is Going On : Determine the
Reason for Complaint
What Caused It : Identify the Root
Cause of the Problem
What Can I Do : Rectify the
Situation
What Can I Say : Acknowledge the
Problem

STEP 1:
WHAT IS GOING ON : DETERMINE THE REASON FOR
COMPLAINT
Assure the customer you are going to help and that you will
do all that you can to solve the problem.
Restate the customers opening statement .
Listen very carefully and attentively.
Write down important details.
Display empathy.
Remain composed.
TIPS 101
If an angry customer immediately asks for your manager or
the owner of your company without first giving you a chance to
help, try this approach:
Mr.______, please give me the opportunity to resolve the
problem. Im confident that I will be able to help you, but if you
are still not satisfied, I will personally refer your problem to my
manager (or owner). Your confident manner will give the
customer the peace of mind that you are truly interested in
resolving her problem.
If a customer uses profanity, calmly say Mr. _______, I
understand you are upset, and I am going to help you, but there is
no reason to use profanity. In most cases the customer will stop.
If he continues, calmly say, Again, I am going to work with you to
resolve your problem. Will you please explain to me what
happened without using profanity? maintaining a calm
demeanor, your customer will begin to calm down.
STEP 2:
WHAT CAUSED IT : IDENTIFY ROOT CAUSE OF
PROBLEM
Investigate the situation.
Determine if customer has valid complaint .
Apologize.
Explain what happened.

STEP 3:
RECTIFY THE SITUATION
Tell the customer what you are going to do to solve the

problem.
Focus on what you can do.
Offer your best solution.
Never assign blame when you offer solution, do not fault

the customer.
Display empathy.
Offer an alternative solution

STEP 4:
WHAT CAN I SAY : ACKNOWLEDGE THE PROBLEM
Thank the customer for allowing you to make things right.
Tell what you will do to avoid future problems.
Offer some sort of compensation or restitution.
Make a follow-up call or visit.

STEP 5:
WHAT NEEDS TO BE DONE:
Analyze what went wrong.
Recommend
procedures.
review
your
companys
Offer some sort of compensation or restitution.
Change what you can to make things better.
policies
HOW TO FIX WHAT NEEDS FIXING:

How easy is it for customers to do business with you?
Which of your policies makes it difficult to satisfy
customers?
In what areas of your business do you get repeat
complaints?
and
ALWAYS REMEMBER:
When you deal with customers, there are going to
be problems. Whether the problem is caused by
the customer or by the company, what is
important in any contact with a difficult customer
is what you do to resolve the problem and how
valued you make the customer feel .

QUICK QUOTES
Put yourself in the customers shoes
and try to see things from their
perspective.
The customer is not angry at you
personally.
Focus on the problem, not the persons
attitude or behavior.
Display empathy towards the
customers situation.
Think about what you can do.
Be part of the solution.
Take pride in turning an upset customer
into a satisfied one.
Never interrupt when customers are
telling their side of things.
It is all right to ask for the customers
ideas for solutions.
Feel proud when you can turn an upset
Part VI:
being the best

that you can be:
THE
TOTAL
PACKAGE
Being the best that you can be :

THE TOTAL PACKAGE
Take responsibility for your actions.
Be the person you want to be.
Set goals for yourself.
Keep looking forward.
Measure your own level of performance.
Keep striving.
Be a good listener.
Enjoy and have fun.
Being the best that you can be :

THE TOTAL PACKAGE
QUICK QUOTES
Give each day 110%.
Be accountable for your actions.

Being good at what you do makes doing it a
pleasure.
Learn from your experiencesgood or bad.
Be part of the solution, not part of the problem.
Try to come up with better ways to do things.
Set performance goals for yourself.
Take pride in everything you do.
Make yourself the best product out there.
Have fun at your job.
THANK
YOU!

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PLASTILENS INTERNATIONAL,

Kind of service that makes

Essence of Customer Service

Doing ordinary things extraordinary well.

What do customers expect?

Responsiveness (willingness to help

Empathy (degree of caring and individual

Assurance (knowledge and courtesy you show to

Tangibles (physical facilities and equipments,

Customer Service is the

Providing quality product or

Good customer service results

EVOLUTION OF CUSTOMER SERVICE

Personal goal security

Personal goal rapid growth

EVOLUTION OF CUSTOMER SERVICE CUSTOMER TRENDS

EVOLUTION OF CUSTOMER SERVICE

10 RULES FOR GREAT CUSTOMER

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

include not just

CUSTOMER SERVICE 101

First Impressions Matter

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

Say Please, Thank you and Youre Welcome.

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

USE A PERSONS NAME WHEN YOU KNOW IT

USE YES RATHER THAN YEAH

SAY IT WITH A SMILE

CUSTOMER SERVICE 101

Steps in developing positive attitude:

CUSTOMER SERVICE 101

Appreciation can be learned by changing your self-talk (the words

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

Steps to develop ethical ways of doing things:

CUSTOMER SERVICE 101

CUSTOMER SERVICE 101

Excellent Service through

EXCELLENT SERVICE THROUGH

Excellent Service through Effective Communication

SIX STEPS TO EFFECTIVE COMMUNICATION

Saying What You Mean and

In your dealings with customers, be

EXCELLENT SERVICE THROUGH

message has to get across the way you mean it ;

Choose the right words.

Make sure the voice tone fits the message.

Adding welcome words.

Keeping business conversation professional.

Excellent Service through Effective Communication

Choose the Right Words.

Make sure your voice tone fits the message your

- how to say something is more important than what you say.

Add welcome words to your vocabulary.

Keep business conversations professional.

draw the line between being professional and getting personal.

Excellent Service through Effective Communication

STEPS TO IMPROVE NON-VERBAL COMMUNICATION